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Knowledge Base allows building you to build your library of articles providing article library in the Self-Service Portal (SSP) providing the necessary information for users: instructions, service descriptions, release notes, etc. Here, you can store articles for users with specific roles and public articles for any authorized user.

You can give access to your knowledge base to unauthorized users

Tip

Role required: admin, knowledge_admin.

Knowledge Base allows categorizing the content on different levels and arrange arranging articles in a particular order hierarchy to navigate through them easily in the Self-Service Portal (SSP) consists of five elements. Knowledge Base contains five essences:

ElementDescription

Content Database (Content DB)

It helps to arrange knowledge base create separate knowledge bases which in their turn are arranged into several greater sets of articles. It is the most general and wide section of the KB and may be called first levelthe basic section.

This element is not displayed on the portal page. It serves for inner categorization.

Content Category

It provides an additional level (second) of categorization for content items (articles, known errors). It stands for a more specific and narrow KB section in comparison to Content DB and may be called second levelcalled general section.

This element is not displayed on the portal page. It serves for inner categorization.

Content Item Class

It defines classes of content items and access to them. It may be referred to as third levela subsection, yet , it does not depend on any of the previous KB sections. That is, it may a content item class can contain items from any content DB and any content category.

This element defines what articles will be displayed to agents and users without roles. It also helps categorize KB items.

Content Item (article)

It works as a storage for such KB items as articles and known errors. 

Info

The Self-Service Portal (SSP) displays only articles. Known Errors and other content items are only available only through the agent interface.

These elements contain data as they are in text form.

Knowledge Base Category (KB Category)

It sets hierarchical order of articles and categories, allows nesting articles and

sort

sorts them into something that can be called

"

folders

"

. There are no limitations for nesting levels.

This element defines the appearance of the Knowledge Base on the portal page.

TipRole required: admin, knowledge_admin.

Image Added

Image Added 


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KB on portal
KB on portal

In the screenshot above you can see a the Knowledge base Base portal page. Let us dwell upon what has been done to To build it.Preparation stage includes , the following resultssteps have been done:

  1. A Content DB was has been created. We named it It is called Company Knowledge Base. Along with this knowledge base we you may need to build a separate KB for other needs.
  2. To categorize articles within our the knowledge base, three Content Categories were added:
    • General information
    • Process description
    • Change protocols and checklists.
  3. To restrict access to specific articles, twoContent Item Classes were used:
    • Processes protocol – internal specifications, custom class.
    • User Self-Study – external specifications, out-of-the-box SimpleOne class.
  4. To make structure the portal knowledge base page structure, the following KB categories were created:
    • Change Implementation
    • Process
    • Change Advisory Board (CAB).

Our The example knowledge base has the following structure:

  • Two articles without a KB category, i.e., they belong to the root "folder" of the KB:

    ArticleContent CategoryContent Item Class
    About IT services

    General information

    		User Self-Study (external)
    Company structureProcess descriptionUser Self-Study (external)


  • The Change Implementation is a KB category that may be referred to as the a first level "folder". It has There are two articles:

    ArticleContent CategoryContent Item Class
    Conditions for changing servicesChange protocols and checklistsProcess protocol (internal)
    Change suggestion

    General information

    		User Self-Study (external)


  • The Process is a KB category that is a second level "folder", child category to the Change Implementation KB category. It has There are two articles:

    ArticleContent CategoryContent Item Class
    Change implementation process (stages)Process descriptionProcess protocol (internal)
    Quality checklistChange protocols and checklistsProcess protocol (internal)


  • The Change Advisory Board protocol is a third level folder, child category to the Process KB category. It has There is one article:

    ArticleContent CategoryContent Item Class
    CAB protocolChange protocols and checklistsProcess protocol (internal)



Tip

Please note that Content Category is not equal to KB Category: one KB Category may contain articles with different Content Categories. Yet in some cases they can be closely connected to each other. This depends on the structure you build.

Content Item Class does not depend on is independent of Content Category nor or KB Category either.


User Roles

Knowledge base articles are displayed to all authorized  authorized users in case if the content item class is External.

Users with the following roles can access Internal articles:

  • admin
  • ITSM_agent (and its related roles such as problem_manager, incident_manager,etc.)
  • service_owner
  • service_cataloguecatalog_manager
  • knowledge_admin
  • knowledge_agent

See the Role Structure article to learn more.

Create a

Content

DB 

DB configuration
Anchor
create a content DB
create a content DB

Content Databases databases are designed for storing to store knowledge base content items.  It is the most general and wide section of the KB.

For example, within the Knowledge Base Dictionary, you can establish the following storages:

To create a Content content DB, follow the steps below:

  1. Navigate to KB Dictionary → Content DB.
  2. Click New and fill in the fields.

  3. Click Save or Save and Exit to apply changes. 

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2

Content DB form

fields ExpandtitleSee

fields

description

FieldMandatoryDescription
NameY
The name
Name of the content database appropriate
to
for its purposes.
DescriptionYAdditional information about the content database.
Responsible GroupYDefine
a
the group responsible for the content DB.
Responsible PersonYDefine
a
the user responsible for the content DB.
Create a


Content

Category 

Category configuration
Anchor
create a content category
create a content category

Content Categories determine the way items stored in the Content DBscategories help arrange items in the content DBs. They provide adding the addition of new groups of articles within one content DB.

Create a Content Category content category by following the steps below:

  1. Navigate to KB Dictionary → Content Categories.
  2. Click New and fill in the fields.

  3. Click Save or Save and Exit to apply the changes.

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2

Content Category form

fields ExpandtitleSee

fields

description

Field

Mandatory

Description

NumberYContent category number. This field is populated automatically.
NameY
A name
Name of a content category appropriate
to
for its purposes (for example, Article for service SLAs and descriptions, Known Error for keeping KEDB records).
DescriptionYAdditional information about the content
categories
category.
Content DBNSelect a content database from the list to bind
a
the category with some database previously created.
Create a


Content Item

Class 

Class configuration
Anchor
create a content item class
create a content item class

Content Item Class defines item class defines the content item purpose purpose (SLA, OLA, UC, Service Description, Known Error, etc.) and application area (external/internal):

  • External – service external specifications are essential for a person with the end-user role.
  • Internal – service internal specifications are available to the agent (also may be called the service owner) responsible for the task handling.
Tip

A good Good practice is to configure content item class records in a developer instance. After the necessary configurations are applied, create a configuration pack to transfer the content item class to the main instance.

Create an Item Class item class by following the steps below:

  1. Navigate to KB Dictionary → Content Item Class.
  2. Click New and fill in the fields.

  3. Click Save or Save and Exit to apply the changes.

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2

Content Item Class form fields

Expand
titleSee fields description

Field

Mandatory

Description

NameY
The name

Name of the content item class appropriate

to

for its purposes (SLA, OLA, UC, Service Description, Known Error, etc.).

DescriptionYAdditional information about the content item class.
Object CategoryY

Specify the

field with one of the following

object category. Available options:

  • External
 – service external specifications are essential for a person with the end-user role.
  • Internal
 – service internal specifications are available to the agent (also may be called the service owner) responsible for the task handling
  • .


Tip
titleBefore starting your work with SimpleOne ITSM

Create the following Content Item Classes used for specifying to specify the External specifications:

  • SLA
  • Service Description
  • Request Description
  • User Self-Study.

Create the following Content Item Classes used for specifying to specify the Internal specifications:

  • Incident Model
  • Request Model
  • Contacts
  • Escalation Rules.


Info

Content Item Class versions are stored in the VCS Records (sys_vcs_record) table for keeping the access settings. You can implement changes to unrelated instances using the configuration packs.

Create a


Knowledge Base

Category 

Category configuration
Anchor
create a KB category
create a KB category

Knowledge Base Categories define the a tree of articles on the portal. It is the The KB Category that divide divides sets of article articles from each other. Add Use categories to group articles.

To create a new KB Category, perform the following steps:

  1. Navigate to KB Dictionary → KB Categories.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply changes.
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KB Category form

fields ExpandtitleSee fields description

fields 

FieldMandatoryDescription
NumberN
The unique
Unique number of
the
KB Category. This field is populated automatically.
NameYDefine the name of the category to be displayed in the portal Knowledge Base.
Content DBYSpecify the content database to which the category is related.
Parent KB CategoryNSpecify
a
the parent KB category to create a nesting category.
DescriptionNEnter a brief description of the category and articles it contains.
Responsible GroupY

Define

a

the group responsible for this KB category.

Responsible PersonYDefine
a
the person responsible for this KB category.
Object CategoryN

This field defines access to the category according to the Content Item Class selected. If the Content Item Class is External, then the KB Category will be External.

Info
  • External – service external specifications are essential for a person with the end-user role.
  • Internal – service internal specifications are available to the agent (also may be called the service owner) responsible for the task handling.

This field is populated automatically after specifying the Content Item Class field value.

Create a

Content

Item 

Item configuration
Anchor
create a content item
create a content item

In SimpleOne, each service documentation each service documentation has a set of a specification specifications which, in turn, are divided into external and internal ones. The Knowledge Base contains these service specifications as Content Items.

Info

Before creating the KB content items, make sure you have configured content DBs and content item classes.

Create an article

To create an article to be displayed on the SSP, perform the following steps:

  1. Navigate to Knowledge Base → All Articles.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply changes.
Tip

Articles in the Draft and Retired states are not displayed on the knowledge base portal page. To display them, change the state to Published.

Create a Service Description

This is a service description, informative, and related to the company infrastructure.

To create a Service Description, follow the steps below:

  • Navigate to Knowledge Base → All Articles.
  • Click New to open the form.
    • Fill in the form and specify the following fields:
  • Content DB – select the Service Catalog option.
    • Content Item Class – select the Service Description option

    .

  • Click Save or Save and Exit to apply changes.

    • Create a Service SLA

    This specification is for SLM-relevant parts related to this service (for example, indicators, etc.). It describes various aspects of service quality, like maximum requests handling time, and others.

    1. Navigate to Knowledge Base → All Articles.
    2. Click New to open the form.
    3. Fill in the form and specify the following fields:
      1. Content DB – select the Service Catalog option.
      2. Content Item Class – select the SLA, OLA, or UC option.
    4. Click Save or Save and Exit to apply changes.
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    Content Item Class form fields

    Anchor
    content item form description
    content item form

    description ExpandtitleSee fields

    description

    FieldMandatoryDescription
    NumberYThis field is populated automatically and contains
    an
    a unique item
    unique
    identifier generated automatically.
    NameYName of the content item.
    Content DBY
    A database as a content item storage
    Reference to the content database.
    KB CategoryNSpecify
    a
    the knowledge base category in which this content item will be displayed on the SSP.
    Content CategoryN
    The category
    Category of the content item.
    Content Item ClassY

    Specify your content item

    with one of the following options:
  • SLA
  • OLA
  • UC
  • Service Description
  • Contact
  • Escalation Rule
    • etc

    class. For example, Service Description.

    Info

    See the Create a Content Item Class section in this article to learn more.


    Object CategoryNThis field is populated automatically with Internal or External values after specifying the Content Item Class field.
    ServiceNSelect a Service from the list.
    StateY

    The field specifies the actual state of your content item with one of the following options:

    • Draft – the article is being written and not displayed anywhere except the agent interface.
    • Published – the article is published and can be displayed on a Service Portal if needed.
    • Retired
     –
    • – the article is no longer actual and is not displayed anywhere except the agent interface.
    Owned byN
    Automatically
    The field is filled in automatically with the service owner name according to the service selected.
    Responsible GroupYSpecify
    a
    the group responsible for the content item.
    Responsible PersonYSpecify
    a
    the person responsible for the content item.
    BodyYDescribe your content item using this text field.
    Metainfo NFill in the field with the metadata.


    Info

    You can add Related Incidents, Related Changes, and Related Problems fields to the form to see article related records. Refer to the Form Layout article to learn more.

    You/

    Table of Contents
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    printablefalse


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